Help Desk AnalystService Desk Analyst I
ORGANIZATIONAL BACKGROUND
Sinai Health System (SHS) is one of the largest private safety net healthcare systems in Illinois. SHS includes Mount Sinai Hospital, Schwab Rehabilitation Hospital, Holy Cross Hospital, and 18 outpatient clinics. The system employs approximately 4,000 individuals and serves a geographic area of 1.5 million people on Chicago’s West and Southwest sides. Through community programs delivered by Sinai Community Institute and research conducted by epidemiologists at Sinai Urban Health Institute, SHS has one of the broadest ranges of community services of any health system in the country and is on a trajectory to become the national model for urban healthcare.
We are continuing to build a new development enterprise and looking for creative, collaborative leaders who are passionate about using their skills and abilities to make a difference in the lives of those living is some of Chicago’s most underserved communities. If you are looking for an opportunity to use your knowledge and experience to help shape Chicago’s future and change individual’s lives, we would love to hear from you.
GENERAL SUMMARY/BASIC PURPOSE OF JOB:
The Service Desk Analyst provides first level technical support for incidents and requests reported to the IT service desk. Responsibilities include initial assessment, triage, research, and resolution of first level cases; commonly regarding the use of application software products and/or infrastructure components. Ensures customer satisfaction by providing support via telephone, email or in-person for hardware, software, connectivity, and product-specific incidents or requests for a fast-paced healthcare workforce.
A successful candidate will be detail-oriented, outgoing, and comfortable working with all levels of healthcare personnel as well as possess the ability to learn quickly and manage multiple priorities. Provides real-time accurate ticket entry, triage and effective communications for incidents and requests. Follows ticket handling processes to resolve issues, fulfill requests and escalate.
ESSENTIAL FUNCTIONS AND DUTIES:
- Creates a positive customer support experience and builds strong relationships through engaged listening and understanding, problem-solving, ensuring timely resolution or escalation, communicating promptly on progress, and maintaining a consummately professional attitude.
- A reliable and cooperative team player, he displays consideration and respect for others.
- Provide incident management for issue identification, diagnosis, troubleshooting, tracking, escalation and resolution for hardware and software issues relating to laptops, mobile devices and related peripherals, prior to escalation to team leads or other resolver groups. Responsible for fulfilling requests related to new set-ups, software installations, permissions, configurations, etc.
- Accurate ticket entry for issue resolution to aid in incident management and problem management. Manage the life cycle of tickets, including follow-up communications and status updates based on current Service Level Agreements.
- Attempts to resolve issues within the scope of the Help Desk before seeking escalation.
- Perform remedial actions and utilize take kits to correct problems based on knowledge of operating systems, software, viruses and malware.
- MINIMUM EDUCATION:
- Generally, a Bachelors degree from an accredited college or university with a major in computer science, business, or public health is required, but two or more years of appropriate experience with the systems in use at Sinai may be substituted.
MINIMUM WORK EXPERIENCE:
- Two or more years of Help Desk experience.
- Possibly consider experience with the appropriate systems in use at Sinai may be substituted.
REQUIRED LICENSES, CERTIFICATES, REGISTRATIONS:
- MCSE or equivalent is desired but not required.
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